3rtd generation iPod touch 'bent' - an unpleasant Apple Store experience...

Hi,
Over the last two days I had two fundamentally different experiences in the same Apple Store in the UK.
Background: My iPod touch 32GB (purchase date Sep 22nd, 2009) slightly bent. I don't know how it happened, however, I realized it about a week ago and it does neither look good nor do I like the sound of pressing the display into the back of the device. Also, gradually the battery life deteriorated over the last couple of months.
I walked into the Apple Store yesterday in order to ask for some guidance on what to do. A nice guy explained to me (after typing my serial number into the system and checking the applicable status of my device) that I could get a replacement right away - he then advised to backup the data and come back the following day. I did as I was told, and went to the store again about one hour ago. The whole conversation (and the nice Apple employee), however, have changed entirely. Apparently the situation changed over night and the store does no longer want to replace the iPod. Very unpleasant... most of all in the light that I could have just grabbed a new iPod the day before.
Could anybody tell me what to do about it?! What hotline to call or which email form to fill? Would really appreciate an opinion of an Apple employee as well - most of all on the inconsistency in communication I experienced.
Thanks,
Daniel

If you're still under warranty, and your Touch doesn't function, Apple will usually replace the unit - presuming you didn't physically damage the unit (droppage, water damage, dents or cracks).
I have not personally heard of a Touch that "gradually bend(s)," but in this case, it would be in your best interest to scour support forums for similar incidents, and base your case on this. You might want to base your complaint on posts like these:
http://forums.macrumors.com/showthread.php?t=672886
Note, however, that the Apple rep has no doubt left a customer service note documenting your complaint. If you're certain you're correct, contact your Apple Store/Genius Bar with your research.
< Edited by Host >

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3rtd generation iPod touch 'bent' - an unpleasant Apple Store experience...

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